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December 2020

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To celebrate the end of a unique and challenging year, Sarah is joined by podcast producer and fellow website contributor Tom Paquin to discuss their favorite conversations and lessons from the past year. Guests include: Jamie Beck, Sr. VP of Field Operations at Peloton Roel Rentmeesters, Director of Global Customer Service at Munters Sae Kwon, VP of Customer Experience at Cisco Henrietta Haavisto, Head of Service Transformation Change Management at KONE Tim Baines of Aston’s…

I came across creative evangelist Debbie Millman’s “Love letters to what we hold dear” a few weeks ago and immediately had the thought to write this piece. I then went on to second guess myself, wondering is “love letter” too much? But I’m going with my gut because, no – I don’t think it is. First, I do love this community. I never thought I’d say that when I entered into it in 2008 not…

Today is Christmas, folks. So Merry Christmas, if that’s your thing. I’ve never been particularly fond of this holiday myself. With a currently-pregnant wife, I have a feeling that I’ll be singing a different tune in 354 days as I’m laying out presents from Santa, but for now bah humbug. I have always preferred January 3rd or so, when everyone else on the planet is just as miserable, cold, and depressed as I am all…

We published a podcast last week with Jerome Soltani, Sr. VP of U.S. Services and Alex Gershman, Director of Strategy, Services and Solutions both of Schneider Electric during which we discussed the company’s journey to outcomes-based service. Like many other organizations making their way to delivering outcomes, there are challenges to overcome as progress takes place. However, during our conversation, it was evident how some of the challenges particular to 2020 are really paving the…

Yeah, phones. We all have them, we all idly scroll through them, our kids can’t understand how it is that we managed to survive decades without them. They’ve naturally become assets in our personal lives, and have heavily penetrated service over the last decade as well, to the point that their near-ubiquity has created a sense of stagnation. Still, some technicians struggle to push the buttons to start and stop appointments, log notes, or manage…

Jerome Soltani, Sr. VP of U.S. Services and Alex Gershman, Director of Strategy, Services and Solutions both at Schneider Electric join Sarah to discuss the inflection point service is at, the excitement that holds, and the challenges organizations face in bringing outcomes-based service potential to fruition.     Sarah: Welcome to The Future of Field Service podcast. I’m your host, Sarah Nicastro. I’m excited to have today on the podcast a couple folks from Schneider Electric,…

I discussed earlier this year my thoughts on how COVID will speed Servitization progress and that belief has only been strengthened since. While an incredibly unfortunate and taxing situation, the pandemic is creating more openness to change both within companies and from their customers; greater appreciation of the digital tools that enable not only business continuity but also set the stage for business transformation; and affirmation of the role service plays in more resilient revenue…

Let’s start with the obvious: There’s a moral imperative for businesses to increase their sustainability. While individual waste and pollution certainly has a greater-than-zero effect on the health of our planet, businesses, by virtue of their scale, have an outsized effect on our ability to impact our environment, and while these organizations may not have a fiduciary duty to their shareholders to be conscious of their waste, they certainly have a duty to humanity. And…

Sarah welcomes back Tim Baines, Professor of Operations Strategy at Aston Business School and Executive Director of the Advanced Services Group to share his insight on what businesses can expect as it relates to the Servitization journey in 2021.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Very excited to welcome back to the podcast today, Professor Tim Baines, who is the professor of operations strategy and…